Opt-In and Opt-Out Text Templates: STOP, START and HELP Replies

Your campaign texts get all the attention, but the small automatic replies do a lot of quiet work. When someone texts YES to join, STOP to leave, or HELP because they are confused, the response they get tells them whether your business is trustworthy. It also shows carriers that you follow the rules.

These replies are short, repetitive, and easy to get wrong. A missing business name, a vague frequency, or an opt-out that keeps sending messages can lead to complaints, blocked traffic, or worse.

This post is a template library. It assumes you already collect consent properly at the point of signup, for example through lead forms with clear texting language. Here we focus on the exact words to send back.

The keywords you need to cover

Carriers and industry guidelines expect every business texting program to recognize a standard set of keywords. At minimum, plan responses for:

Keyword group	Common variations	What it should do
Opt-in	YES, JOIN, a campaign keyword	Confirm enrollment and disclose details
Opt-out	STOP, UNSUBSCRIBE, CANCEL, END, QUIT, STOPALL	Confirm removal and stop sending
Resubscribe	START, UNSTOP	Confirm the person is back in
Help	HELP, INFO	Explain who you are and how to get support

Many providers, including Twilio, handle basic STOP, START, and HELP keywords automatically on standard numbers. Check what your provider already does before you add your own replies, or people may get two confirmations.

Opt-in confirmation templates

The first message after someone joins is the most important. Industry guidance from the CTIA generally expects it to include your business name, the type of messages, how often they arrive, “message and data rates may apply,” and how to get help or opt out.

Promotional list (a boutique called Juniper & Pine):

Juniper & Pine: You’re in! Expect new-arrival alerts and member offers, up to 4 msgs/month. Msg & data rates may apply. Reply HELP for help, STOP to cancel.

Service updates (a lawn care company):

GreenPath Lawn: You’ll now get service-day alerts and weather delays by text. Msg frequency varies. Msg & data rates may apply. Reply HELP for help, STOP to opt out.

Class or event updates (a yoga studio):

Stillwater Yoga: Thanks for signing up for schedule updates. About 2-3 msgs/week. Msg & data rates may apply. Text HELP for info or STOP to end.

Double opt-in templates

Double opt-in means the person confirms twice: once on a form, and once by replying to a text. It is not always required, but it gives you a clear consent record and filters out typos and fake numbers.

Confirmation request:

Juniper & Pine: Reply YES to confirm you want texts about new arrivals and offers (up to 4/month). Msg & data rates may apply. Reply STOP to cancel.

After YES:

Thanks, you’re confirmed! Your first member offer is on the way. Reply HELP for help or STOP to opt out anytime.

If the person never replies YES, do not send marketing texts. Leave the number unconfirmed.

Opt-out confirmation templates

When someone texts STOP, send one final message confirming the removal, then send nothing else on that program. The FCC’s recent consent rules also recognize that people may opt out in other reasonable ways, such as replying “please stop texting me,” so train staff to treat those as opt-outs too.

Standard opt-out:

Juniper & Pine: You’ve been unsubscribed and won’t get more texts from us. Reply START to rejoin.

Opt-out from one program, not all:

GreenPath Lawn: You won’t get promotional texts anymore. You’ll still receive service-day alerts for your scheduled visits. Reply STOPALL to stop all texts.

Be careful with the second pattern. Only use it if your system truly separates programs and the person clearly consented to each. When in doubt, a STOP should stop everything.

What not to do: don’t send a “Sorry to see you go, here’s 20% off!” message. The confirmation should confirm, nothing more.

Resubscribe and HELP templates

START / UNSTOP:

Juniper & Pine: Welcome back! You’ll get new-arrival alerts and offers again, up to 4 msgs/month. Msg & data rates may apply. Reply STOP to cancel.

HELP:

Juniper & Pine: For help, email support@juniperandpine.example or call (555) 010-2231. Up to 4 msgs/month. Msg & data rates may apply. Reply STOP to cancel.

The HELP reply should always include a real way to reach a person.

A quick build checklist

Use this before any texting program goes live:

• Every template starts with the business name
• Opt-in reply states message type, frequency, rates, HELP, and STOP
• STOP and its variations suppress the contact immediately
• Informal opt-out phrases route to someone who can suppress the contact
• START re-enables only the programs the person rejoined
• HELP reply includes a monitored email or phone number
• Provider defaults and your custom replies don’t double up
• Consent timestamp and source are saved on the contact record
• Templates match what you submitted in your A2P 10DLC or toll-free registration

That last point matters. Carriers review sample messages during A2P 10DLC registration. If your live opt-in reply looks different from what you submitted, it can cause problems later.

Managing templates across several brands

Agencies that run texting for several clients face a multiplication problem: one set of templates per client, each with its own name, frequency, and support contact. A few habits help:

• Keep a shared master template, then fill in each client’s details in their own workspace.
• Store consent source and timestamp on every contact, so you can answer a carrier inquiry quickly.
• Review keyword replies whenever a client changes its offer frequency.

On SaaSVisionary, inbound replies land in the shared inbox, and workflow automation can tag, suppress, or re-enable contacts based on keywords. SMS campaigns start on the Pro plan and run through your own connected Twilio account.

Rules change, so check current guidance from your carrier, the FCC, and the CTIA before launch. This is general information, not legal advice.

Frequently asked questions

What should an SMS opt-in confirmation message say?

It should name your business, describe the kind of messages people will get, state how often they arrive, include “message and data rates may apply,” and explain how to get help and how to opt out. Keep it to one text if possible. This first message sets expectations and gives you a clear consent record.

Do I have to send a message when someone texts STOP?

Industry guidelines generally expect a single confirmation that the person has been unsubscribed, and nothing after that on the same program. Many providers send this automatically. Check whether yours does before adding your own, so people don’t receive two confirmations. Never include promotions in the opt-out reply.

Is double opt-in required for SMS marketing?

It is not universally required, but it is a strong practice. Asking people to reply YES after filling out a form confirms the number is theirs and that they really want texts. It also gives you a clear, timestamped record of consent if a carrier or regulator ever asks for proof.

What if someone replies “stop texting me” instead of STOP?

Treat it as an opt-out. Recent FCC rules indicate that consumers can revoke consent through any reasonable means, not just a specific keyword. Train your team to watch for plain-language requests in the inbox and suppress those contacts promptly. Check current FCC guidance for the details that apply to you.

Want keyword replies and consent records handled in one inbox? Start a free 14-day trial.